The formativecomponent will consist of short answer and multiple-choice questions and fillin the blanks. You are required to respond to ALL questions and areas. Pleasenote: IT team means any generic type. Could be a software development team, infrastructure team or networkingteam, etc. Short Answer Q1.
How can a business benefit from havingclear quality performance expectations and benchmark standards? Answer: The company can measure the best industrypractices, gain new ideas and increase its productivity. If the company offers quality products, thenthe customers will demand the products and trust them. The company willmaintain good position in the marketplace. Q2. Whatimpact does quality have for a business?Answer: Customer satisfaction and trust Revenue generation Demand of product Competition in market Q3. Howcan an IT team build quality within the business context?Answer: By Expertise in the field By tracing the problems and mistakes By Proper testing By Regular meetings and monitoring Q4. Whatareas in ICT, can an IT team enforce quality over its systems?Answer: Customer product/service delivery Betterment in new developments Business competitors Monitoring performance Q5. Whowithin the IT team should be accountable for benchmark standards?Answer: IT team Manager IT Team Q6.
Whatis a business benchmark standard?Answer: It is a technique/set of rules thatallows a company to measure its operations and processes against other organizationsin the industry. This helps the company to assess where it stands in the market. Q7. Howcan a benchmark standard enhance business operations?Answer: By identifying better opportunities By understanding customers’ needs effectively By identifying company’s strengths and weakness By setting better goals and performance By understanding competitors Q8.
What strategic value could the IT teambring to a business in regards to quality?Answer: Future performance Better revenue Continuous improvement Customer satisfaction Q9. How can business standards and IT teamsalign?Answer: Business standards and IT team alignmentcan be achieved by the following characteristics: Organization must know which IT instrument can transform the business Communication between customer and organization Organization’s business and IT team must have knowledge about each other Organization define goals clearly to both teams Both should have knowledge of organization’s profit and loss Better organization environment Q10. How can we allocate document expectations,standards and quality plans?Answer: Q11.
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What are business models? Provide anexplanation of three (3) common models.Answer: business model helps the organization tounderstands its economicvalue of their products/services, business andtechnology. It determines whether thebusiness work well in future or not. It helps thecompany in raising its revenue and profit.Types of business model: Manufacturer:A manufacturer makes product by taking raw materialsor integrates parts to make a product. It can sell its products directly tocustomers or give their products to other company Distributor:A distributer by products from the manufacturerdirectly to resale these products to retail outlets or customers Retailer:A retailer buys item from a merchant ordistributer, and afterward sells items to public.
Q12. What are some common traits of businessmodels?Answer: Right target market: who truly needs the product or service Business processes: Determine the core aspects of business Key Business resources: Determine the resources needed for daily purpose Strong value propositions: Determine why you are better than competitors Q13. What data would be most common within a B2Cbusiness model? Answer: The B2C business model emphases on directselling and marketing between a business and a consumer through an e-commercewebsite. This mostly includesmall shopping, eating out at restaurants,pay-per-view and infomercials. Q14. Why should we be cautious of copyright whenit comes to systems development?Answer: To protect the work from illegal use,copyrights must buy its copyrights. If you have copy right and someoneinfringes it then you can file a case against it. Q15.
Why should we be cautious of copyright whenit comes to web development?Answer: With the help of copyrights you will beable to protect your design and content from illegal use and one can sue forcopyright infringement. If there are no copyrights, then it will be verydifficult to prosecute the infringer. Q16. How can the following organisations berelevant to an ICT based business?-International Organization for Standardization (ISO)-International Electro-Technical Commission (IEC) standards-Australian Standards (AS)Answer: ISO: It is used to improve business practices and as a requirement to doing business with certain customers. ICE: This standard provides guiding principles for directors of organizations on the effective, efficient, and acceptable use of Information Technology (IT) within their organizations AS: acquire ICT validly, ensure that ICT performs well and ensures acceptable use of IT in all organizations.
Q17. Howcan we align business guidelines to quality standards?Answer:Business rules can align to quality standards so as to have better benchmarksof execution, wellbeing and administration frameworks. Expert associations willhelp in adjusting business to quality guidelines.
The business objective shouldbe measurable and consistent. Q18. What is a communications plan? How could weuse it when considering quality standards?Answer: A communication plan is document whichprovides information to stakeholders about what are your objectives and howwill you accomplish those objectives and its timelines.
If quality controlcommunication is done effectively and regularly then it helps the company toimproves its quality. Q19. Some people say that intellectual propertyand quality management systems are in alignment. How could that be? Explainbriefly.Answer: Yes, intellectual property and qualitymanagement systems are in alignment because both defines rules and regulationsabout peoples’ intellectual properties. Q20.
Businesses use a lot of documentation, inregards to documenting expectations, standards and benchmarks, what documentwould we use or implement?Answer: Quality Management System documentation Q21. Whatis ISO 9000?Answer: ISO 9000 is an international set ofquality management standards that provide a common approach for documenting andmaintaining a quality system. Q22.
How could we implement ISO 9000 standardsinto a business that does not have one?Answer: Fourteen steps are involved to implementISO 9000 are: Top management commitment. Establish implementation team. Start ISO 9000 awareness programs. Provide Training. Conduct initial status survey.
Create a documented implementation plan. Develop quality management system documentation Document control Implementation Internal quality audit Management review Pre-assessment audit Certification and registration Continual Improvement Q23. How is a QMS different to the ISO 9000standard?Answer: QMS consists of several interrelatedparts that allow the organization to manage its quality. These parts includethe organization processes (like sales, engineering, production, etc.), and theproper caring for of those processes.
Whereas ISO 9000 is an internationalstandard that specifies a minimum set of requirements for an effective QMS. Q24. How does a quality plan differ to thequality system?Answer: Quality plan is a collection of documentsthat includes quality standards, specifications, resources and practices forproduct/service. Quality system is set of responsibilities, procedures,processes and resources for implementing quality management. Q25. What is the difference between a policy andprocedure?Answer: Policies are general in nature andsimple.
polices are the set of company rules that describes where and when theseare applied. It helps the organization in decision making whereas Proceduresdescribe how policies will be implemented and work in organization. Q26. Consider ACBI, who are the stakeholders?Answers: Shareholders Students Teachers Business partners Government Media Employees Q27. How can we apply quality concepts to the ICTenvironment?Answers: We can applyquality measures to Q28. What is a business directive?Q29.
What is a training needs analysis?Q30. How does a training needs analysis impact aquality system?Q31. Why should we document out employee’sskills?Q32. How can we be sure that we have qualityreports?Q33. What is the importance of feedback?Q34.
What should a business do if they keepgetting negative feedback?Q35. How can we implement change managementsystems into our business?Q36. How can the IT team adjust to a properlyimplemented change management system?Q37. How can we be objective in our correctiveactions?Q38.
What is the difference between McGregor’sTheory X and Theory Y?Q39. How can we implement a monitoring program?Q40. How can we implement and enforce qualityperformance guidelines?Q41. What would it look like to implement qualityprocesses?Q42. What is the difference between a businessprocess and quality focussed business process?Q43.
How can we encourage quality performance?Q44. How could we handle a breakdown of thequality management system?Q45. Why would we want to inform our keystakeholders of the progress of quality performance?Q46.
How does a quality management system enhancecontinual improvement?Q47. What tools can we use to investigate andidentify a problem/issue?Q48. What is a root cause analysis? Provide anexample.Q49. What are the document requirements for ISO9001?Q50.
How often should you test website quality assurance?Q51. How do you check website quality assurance?Q52. Do stakeholders and key decision makersdiffer?Q53. What do the following terms have to do withquality? Privacy Accessibility Equity Fill in the blanks ISO 9000 is a set of international standards on quality _______ and quality _________ developed to help companies __________ document the quality system elements to be implemented to maintain an efficient quality system. They are ___ specific to any one industry and can be applied to organizations of any ____. A quality ___________ is a detail of the requirements, specifications, the various guidelines and characteristics to be able to meet its ________ by the product in order to meet the purpose of the ____________________________. A quality _standard_ (QMS) is a collection of business processes focused on consistently meeting _______________ and enhancing their _____________. It is aligned with an organization’s ______________________ (ISO9001:2015).
Quality _________________ is the act of overseeing all __________________ needed to maintain a desired ___________________. This includes the determination of a quality ______________, creating and implementing quality _____________ and assurance, and quality __________ and quality ____________. Quality ____________ is a system of maintaining _____________ in manufactured products by testing a sample of the output against the ________________. Quality assurance is a combination of three basic types of testing: _____________ testing, __________ testing, and _____________ testing.
Summative Component(Duration:Should take no longer than 30 hours) Activity 1 Objective: In completing this activity, you will provide evidence in your skills and knowledge of how to document expectations, standards and benchmarks in a quality plan based on business documentation standards. Job responsibilities are best documented and outlined in job descriptions. These descriptions are living documents and include task, duty, and responsibility lists, qualifications, reporting relationships and titles, and dates of creation and/or revision. You are to find the following three (3) job descriptions OR create from a blank template. Front-End Developer Job Brief: We are searching for a talented Web Developer. You will be responsible for building the ‘client-side’ of our web applications. You are required to build user interactive web applications for our customers.
Tasks and Duties: · Create web models or prototypes that include physical, interface, logical, or data models · Analyse user needs to determine technical requirements · Develop databases that support web applications and web sites · Develop Web applications Responsibilities: · Build Products Using HTML/CSS/JS and Other Front-End Technologies · Writing well designed, testable, efficient code by using best software development practices · Creating website layout/user interfaces by using standard HTML/CSS practices · Integrating data from various back-end services and databases · Create and maintain software documentation Requirements/Qualification: Bachelor degree in Web development or computer science, or relevant degree. Minimum two years of experience in web development · Experience with Photoshop · Proficient with JavaScript / PHP · Write and Maintain Web Applications · Knowledge of SQL and databases Network Engineer Job Brief: We are looking for a Network Engineer who will be responsible for maintaining and administering our company’s computer networks. Your primary duties will include maintenance of computer networks, hardware, software, and other related systems, performing disaster recovery operations, protecting data, software, and hardware from attacks Tasks and Duties: Maintaining and administering computer networks and related computing environments including systems software, applications software, hardware, and configurations. Performing disaster recovery operations and data backups when required. Protecting data, software, and hardware by coordinating, planning and implementing network security measures. Troubleshooting, diagnosing and resolving hardware, software, and other network and system problems. Monitoring network performance to determine if adjustments need to be made. Coordinating computer network access and use.
Designing, configuring and testing networking software, computer hardware, and operating system software. Responsibilities: Strong understanding of network infrastructure and network hardware. Ability to think through problems and visualize solutions. Good analytical and problem-solving skills · Provide information about hardware and software · Ability to create accurate network diagrams and documentation for design and planning network communication systems.
Requirements/Qualification: Bachelor degree in Web development or IT, or relevant experience. Knowledge and experience in networking · Network security experience. Experience in LAN and WAN IT Project Manager Job brief: We are looking for an experienced Project Manager to manage organization of key client projects. Tasks and Duties: · Delivering every project on time within budget and scope · Background in business skills, management, budgeting and analysis Responsibilities: Coordinate internal resources and third parties/vendors for the flawless execution of projects Ensure that all projects are delivered on-time, within scope and within budget Developing project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility Ensure resource availability and allocation Develop a detailed project plan to track progress Measure project performance using appropriate systems, tools and techniques Manage the relationship with the client and all stakeholders Perform risk management to minimize project risks Establish and maintain relationships with third parties/vendors Create and maintain comprehensive project documentation Requirements/Qualification: Great educational background, preferably in the fields of computer science or engineering for technical project managers Proven working experience as a project administrator in the information technology sector Solid technical background, with understanding or hands-on experience in software development and web technologies Excellent client-facing and internal communication skills Excellent written and verbal communication skills Solid organizational skills including attention to detail and multi-tasking skills Strong working knowledge of Microsoft Office The supervisor is responsible for defining and communicating performance expectations, which can be defined as the work responsibilities and tasks that an employee is expected to perform.
The performance standards are best described as the expected result, product, or outcome of the work responsibilities and tasks that an employee performs. Your Task: You are to use the S-M-A-R-T principle in determining the following requirements Rolling out a great number of desktop computers within a short time frame with having a short amount of staff. Answer: Deliver one hundred desktop computers in one month by outsourcing twenty more employees Delivering an ICT project on time with adequate budget. Answer: Complete ICT project by December 31,2017 under 20000$ utilizing fifty employees Installing a network device in a short time frame.
Answer: Installation of wireless network device in working condition within one hour in IT Department
